I can hear you smile


I saw a tweet yesterday from Extrakare advertising an open position with the company. The position, chirped the tweet, was “the phone face of the company.”

Now, that might sound funny—after all you can’t really see the face of the person on the other end of the line—but it actually makes a lot of sense.

My first job out of high school was part time at a printing/copy shop (do those even exist any more?). I realized how important a phone face was when the full time bookkeeper office assistant/maker of copies quit suddenly and I took over her job, which included, you bet, answering phones. Her name was Linda and she and I were actually buddies, but if you didn’t know Linda, you would have thought, from her phone face, that she was the human equivalent of Eyore, with a touch of Oscar the Grouch thrown in. 

In other words, she didn’t give good phone face. 

It didn’t take long for our customers, many of them long-timers, to comment to the shop’s owner on how different (read: more pleasant) it was to be greeted by me.

As someone who makes hundreds (well, maybe only several dozens) of calls to HME providers each month, I can assure you, most of you have employees who are a joy to speak with, even if I am just leaving a message. That’s no small feat in an industry with such a heavy workload and so much uncertainty hanging over it.

Notice, I said "most." Ocassionally, I get someone who sounds rude, grumpy or just kinda, well, dumb. It may only happen to me ocassionally, but do you want that to be the phone face you put out to your customers?

Didn't think so.

Theresa Flaherty